Troubleshooting & FAQ
Common issues with Danipa Pay and where to find help when something doesn't work.
6 min read
Common issues
I can't sign in
| Symptom | What to try |
|---|---|
| Wrong password | Tap Forgot password? on the sign-in screen to reset by email or SMS |
| MFA code rejected | Make sure your phone's clock is set automatically (TOTP codes are time-based). For SMS codes, check signal and try again |
| "Account locked" message | Too many wrong attempts triggers a temporary lock. Wait the displayed cool-down or contact support to unlock |
| App outdated | Update to the latest version from the App Store / Google Play |
| Suspicious activity blocked your sign-in | Open Profile → Security → Active sessions from another device and revoke unfamiliar sessions; see Fraud Prevention |
My transfer is stuck on "Processing"
Most transfers settle in seconds. If yours is stuck:
- Wait a few minutes. Mobile money rails occasionally have brief delays.
- Don't resend the same transfer. Send the second one and the first will likely settle, leaving you with two payments.
- Check the provider. Open the transaction detail — Danipa Pay shows the provider's last status update.
- Contact support with the transaction reference if it's still stuck after an hour. See Dispute Resolution.
My transfer failed
A failed transfer returns the funds to your wallet automatically.
| Reason | What to do |
|---|---|
| "Invalid recipient number" | Check the phone number and country code; some providers reject formats like leading zeros |
| "Provider unavailable" | Try again later; the provider's network is briefly down |
| "Daily limit exceeded" | Wait until the next day or upgrade your KYC tier — see KYC Verification |
| "Insufficient balance" | Top up via fund-in — see Wallet & Transactions |
| "Recipient account restricted" | The recipient should contact their provider |
If the refund doesn't show in your wallet within a couple of hours, contact support.
I sent money to the wrong number
Once a transfer settles, Danipa cannot reverse it. Three things you can do:
- Contact the recipient and ask politely for the funds back.
- File a dispute as Wrong recipient (use Other in the mobile app) — see Dispute Resolution. Danipa will reach out to the receiving account on your behalf, but cannot force a return.
- Prevent it next time — Danipa Pay shows the registered name on the recipient's account before you confirm. Always check it matches the person you intend to pay.
I'm not getting notifications
- Check the channels are enabled under Profile → Notifications — see Notifications & Alerts.
- Check OS-level settings:
- iOS: Settings → Danipa → Notifications → Allow Notifications.
- Android: Settings → Apps → Danipa → Notifications.
- Check that Do Not Disturb / Focus is not silencing the app.
- On Android, also check Battery → Sleeping apps isn't suspending Danipa.
- Sign out and back in to refresh your push token.
The app is slow or crashing
- Update to the latest version.
- Restart your phone.
- Switch between Wi-Fi and mobile data to rule out a flaky network.
- As a last resort, reinstall — your account data lives on the server and will sync after sign-in.
My KYC was rejected
Open the rejection notification or the KYC screen for the specific reason. The most common causes — blurry document, mismatched name, expired ID — are listed in KYC Verification. You can resubmit from the same screen.
I can't cash out
| Symptom | What to try |
|---|---|
| MoMo cash-out fails | Confirm the recipient phone number's MoMo account is active |
| Stripe debit-card cash-out greyed out (CAD/USD) | You haven't completed the one-time Stripe Connect onboarding yet — the app shows a button to start |
| PayPal option missing | PayPal is a feature flag; ask support whether it's available in your country/account |
| Insufficient balance for amount + fee | Top up the wallet first; the fee is shown on the review screen before you confirm |
See Wallet & Transactions for the full cash-out guide.
FAQ
Account & Security
Is Danipa Pay safe?
Account access is protected by your password, biometric login, and step-up MFA (Passkey, TOTP, or SMS — see Security & Account Settings). Funds move through regulated payment providers; account-deletion data handling is in Privacy & Data Protection.
Can I have more than one account?
One account per phone number / email. If you need a separate business identity, register as a merchant from the same account — see Merchant Dashboard.
What happens if I lose my phone?
- From another device, sign in to Danipa Pay (web or new phone) and revoke the lost device's session under Profile → Security → Active sessions.
- If you can't sign in, contact support to lock the account.
- Once you have your new phone, install the app and sign in. Your account data syncs automatically.
Transfers
How long do transfers take?
| Type | Typical time |
|---|---|
| Danipa Pay → Danipa Pay (peer wallet) | Seconds |
| Domestic to mobile money (e.g. GHS to MTN MoMo) | Under a minute |
| Cross-border (CAD/USD to GHS) | A few minutes |
Is there a minimum amount?
Yes, set per corridor — the amount screen rejects amounts below the minimum and shows the floor.
Can I cancel a transfer?
Once you've authorised with your PIN, the transfer is in flight. If it's still Pending you may be able to reach support in time to intervene. Once it's Completed, you'd need to file a dispute — see Dispute Resolution.
Why was the total higher than the amount I entered?
The total debit includes the transfer fee. The breakdown is shown on the review screen before you confirm — see Send Money and Exchange Rates & FX.
Wallet
What currencies can I hold?
Live today: GHS, CAD, USD. Optionally: GBP and EUR when their corridors are enabled. See Country & Region Guide for which sending corridors are active.
Can I earn interest on my wallet balance?
The wallet itself is a transactional account. To earn interest, move money into a Savings goal with an interest rate — see Savings Goals.
Merchants
How much does a merchant account cost?
Registration is free; you pay per-transaction fees when you receive payments. See Merchant Dashboard for the dashboard surface and Payment Links & Invoices for the user-side payment surfaces.
Can I take international payments?
Payment links and invoices can be paid by anyone with the appropriate funding source for your currency. The customer doesn't need a Danipa Pay account.
Contact support
If nothing in this guide resolves your issue:
- In-app: Profile → Help & Support.
- Help center: browse the topic-specific guides linked throughout this article.
- For an unauthorised transaction or suspected fraud, file a dispute and review Fraud Prevention.
When contacting support include your registered phone number or email, a description of the issue, the transaction reference (if relevant), and any screenshots.